Capacity
Capacity is a unified CX Automation Platform engineered to eliminate the operational chaos of rising support costs, fragmented technology, and increasing customer expectations. Built specifically for the modern contact center, Capacity connects your enterprise knowledge, data, and systems into a single AI Knowledge Orchestration Layer. This "train once, use everywhere" approach allows organizations to power virtual agents, agent assist, and outbound campaigns from one unified source of truth, ensuring consistent and accurate answers across every channel including customers that have saved $1.5M in support costs, reduced AHT by 19%, and raised CSAT by 30%. Our Solution Suites Capacity replaces the need for 4–5 disconnected AI point solutions with an integrated end-to-end platform: AI Agent Suite (Inbound): Delivers 24/7 automated support across voice, chat, email, and SMS. Designed to deflect high volumes of repetitive inquiries, significantly reducing the cost-to-serve while improving CSAT. DSW, one of North America's largest footwear retailers, partnered with Capacity to create automated, personalized experiences across 500+ locations, saving $1.5M in support costs and improving CSAT by 30%. Agent Assist Suite: Empowers human agents during live interactions with real-time guidance, instant answers, and next-best-action recommendations. Reduces Average Handle Time (AHT) and accelerates agent speed-to-competency. Independent research shows AI guidance built from top-performer behavior lifts agent productivity 14% on average and up to 34% for the newest agents making it one of the fastest ways to close the experience gap when attrition runs high. Post-Interaction Suite: Automates manual post-call work through Automated QA, which scores 100% of interactions versus the 1–2% industry average for manual QA programs and Interaction Summaries that generate concise conversation logs for supervisors and downstream systems. Outbound Campaigns: Drives revenue by automating proactive outreach via SMS and voice. Culligan booked 3,000+ meetings within their first 60 days, including 50+ appointments over weekends, generating $650K in tied revenue without adding headcount. Why Leading Contact Centers Choose Capacity Unified Intelligence: Unlike vendors that offer siloed tools for different channels, Capacity provides one implementation, one workflow, and one dashboard. Data-Driven Design: We use conversational intelligence to analyze your existing call transcripts and chat logs, ensuring your virtual agents are purpose-built on real performance data rather than guesswork. Continuous Optimization: Our built-in Learning Loop identifies new automation opportunities and coaching needs weekly. Because 91% of AI models degrade in accuracy over time when left static, the platform is designed to get smarter with every interaction instead of quietly drifting — catching and correcting issues before they reach customers at scale. Rapid Time to Value: Leveraging a pre-trained conversational AI foundation (including proprietary LLMs, ASR, and TTS), Capacity can be deployed in weeks, not months. Proven Results: Thrasio cut QA costs by $260K annually and raised CSAT from 89% to 97% after reaching 100% interaction coverage. DSW saved $1.5M in support costs and improved CSAT by 30%. Culligan booked 3,000+ meetings in their first 60 days, generating $650K in tied revenue. By unifying the entire customer journey, from proactive outreach to post-interaction analysis , Capacity helps organizations scale efficiently, reduce operational costs and deliver exceptional service.
Average Rating: 4.7/5.0
Total Reviews: 109
How Do G2 Users Rate Capacity?
- Has the product been a good partner in doing business?: 9.5/10 (Category avg: 9.1/10)
- Automation: 9.0/10 (Category avg: 8.7/10)
- Integrations: 8.7/10 (Category avg: 8.6/10)
- Personalization: 8.8/10 (Category avg: 8.5/10)
Who Is the Company Behind Capacity?
- Seller: Capacity
- Year Founded: 2017
- HQ Location: University City, Missouri
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Twitter: @GoCapacity
522 Twitter followers -
LinkedIn® Page: www.linkedin.com
701 employees on LinkedIn®
Who Uses This Product?
- Top Industries: Financial Services, Retail
- Company Size: 40% Medium, 34% Small
What Do G2 Reviewers Say About Capacity?
AI-generated summary from verified user reviews
Pros
- Users appreciate the ease of use with Capacity, finding setup and functionality straightforward and efficient.
- Users find the easy setup of Capacity enhances efficiency and fosters a seamless transition from previous systems.
- Users highlight the efficiency of Capacity, appreciating its seamless setup and time-saving automation features.
- Users greatly value the helpful and proactive team at Capacity, enhancing their overall experience and support capabilities.
- Users highly value the helpful customer support from Capacity, simplifying workflows and enhancing communication efficiency.
Cons
- Users find the complex setup of Capacity time-consuming and recommend a dedicated team for better results.
- Users find the difficult setup process time-consuming, necessitating dedicated resources for effective implementation.
- Users seek improved features for collaboration and asset management as Capacity currently lacks these essential capabilities.
- Users express concern over the lack of features, particularly missing capabilities like asset management for tracking equipment.
- Users find the limited features of Capacity disappointing, particularly the lack of asset management capabilities.
What Are Recent G2 Reviews of Capacity?
"Capacity Delivers Fast, Clear Answers for Routine Support"
Rating: 5.0/5.0 stars
— Alex Azeez O.
"All-in-One AI Knowledge Base That Boosts Productivity and Automates Workflows"
Rating: 5.0/5.0 stars
— jamsheed I.
